Customer Support Specialist

Description

As a Customer Support Specialist, you will work as part of the Customer Support team supporting our Micro, Small and Core Customer segments. You will be responsible for interacting with customers via various channels such as phone, email, and chat to address queries, resolve issues, and provide requested information.

The Customer Support Specialist will liaise with suppliers to support the resolution of any queries within agreed SLAs, escalating to the Senior Customer Support Specialist or Customer Support Manager when required. You will work closely with the Bill Validation team, Customer Success team, and Procurement team to ensure we delight our customers.

Primary duties

Service Excellence

• Answer all incoming customer support calls.
• Interact with customers via various channels (phone, email, chat) to address queries, resolve issues (including complaints), and provide information.
• Liaise with suppliers to achieve query resolution within SLA.
• Work closely with other teams and departments, particularly Bill Validation, Customer Success, and Procurement.
• Escalate complex issues for core customers to the appropriate teams where necessary.

Skills, Knowledge & Experience

Skills

• Excellent organisational skills.
• Excellent communication skills, both verbal and written.
• Ability to work to deadlines while delivering quality results.
• Ability to manage and prioritise workload.
• Proficient in the use of Microsoft Office 365 including Excel, Outlook, and Word.
• Strong level of self-discipline.
• A keen eye for detail and accuracy, ensuring the quality of outputs is fit for purpose.
• Comfortable working as part of a team or independently.
• Ability to work within specified service levels.

Knowledge

Essential

• Knowledge of business administration.
• Understanding of basic customer service principles.
• Knowledge of communication etiquette in a business context.

Desirable

• Understanding of the relationship between customer and suppliers in the utilities industry.

Experience

Essential

• Previous experience of working in an office environment.
• Previous experience of preparing and sharing data for reporting purposes directly with relevant stakeholders.
• Experience of objection handling and negotiation with customers, suppliers, and other stakeholders.
• Experience working as part of a team or independently.
• Experience in the use of customer relationship, case management software, and systems.

Desirable

• Previous experience in the energy/utilities industry.

Perks of the job...

Here at Zenergi, we like to reward our team in numerous ways to show our appreciation for their hard work. From our Zen Points scheme, which allows people to claim points in exchange for shopping vouchers, to our annual ‘benefits pot’ that lets our team tailor their extra benefits. In addition, we provide opportunities for volunteering and charity events to help our team fulfill personal objectives and give back to the community.

About Zenergi

Zenergi is a utilities & environmental consultancy aiming to make a positive difference in the world of energy in a simple, sustainable & achievable manner. We help cut through the confusion, free you from the stresses of managing bills, chasing payments & validating, with the option to help improve sustainability & carbon reduction for your business. We have made a difference to 4500 customers, including educational facilities, care groups, local authorities, and housing associations across the United Kingdom.